Cleveland Villa

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for this service. This key question has been rated good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People appeared comfortable with staff and interacted positively with them.

Staff were aware of how to treat people with kindness and compassion and gave examples of how they supported people in a dignified way. One staff member told us, “If [person’s name] is in their bedroom, I always knock on their door and wait for them to respond before going in. I always ask [person’s name] what they want to do.”

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s health, social and personal needs were assessed and monitored frequently which ensured their care was person-centred. People’s individual needs and preferences were detailed in their care plans, which contained information about what was important to them. This included their individual needs, preferences, routines, life history and goals, enabling personalised care delivery. Staff understood the importance of treating people as individuals and followed their care plans.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were supported to make choices about their daily routines and how they preferred to be cared for. Staff promoted choice in how people spent their time and ensured support was flexible so people could maintain control over their care. A family member told us, [person’s name] is always out attending social events or going to the arcades or for walks.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Relatives felt people’s needs were responded to. They told us they had the opportunity to be part of reviews. Staff responded promptly when people’s needs changed and took action to keep people safe. Records showed staff contacted health professionals quickly when people became unwell and followed advice to provide immediate support.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

New staff completed an induction and received the necessary training to deliver person centred care safely and effectively. Supervisions provided opportunities for staff to raise concerns and discuss any personal development and health and wellbeing needs.